Routing
Assign new tickets to the right team or person by client, channel or keyword.
Automations
Rules that do the routine, and tell you what they did.
Triggers, conditions and actions with a full run history.
app.hookdesk.ai/automations/new-email-routing
Fictional example dataWhy teams use automations
Auto-tagging
Tag tickets as they arrive so views and reports stay tidy.
Reminders
Nudge the owner when a ticket has waited too long.
Run log and dry run
Test a rule against recent tickets first, then see every run it makes.
How it works
1
Pick a trigger
Choose when the rule runs, such as a new ticket or a client reply.
2
Add conditions
Narrow it by client, channel, priority or tag.
3
Dry run
See which tickets the rule would have changed.
4
Switch it on
Rules start off. Turn each one on when you are ready.
Works with
Ticketing
Shared inbox with SLAs, views and macros.
Explore ticketingAI assist
Summaries, drafts and triage you confirm.
Explore AI assistIntegrations
Gmail, Outlook, Asana, Everhour, Slack...
Explore integrationsQuestions
Will rules send emails on their own?
No. Send actions are held for a person to review.
Can a rule trigger itself in a loop?
No. Rules include loop and reply protection.
How do I see what a rule did?
Every run is recorded in the rule’s run log.
Make next week realistic.
Set up in 10 minutes. Bring your team when you’re ready.